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      How to Submit a Support Ticket

      In this page you will find step by step on how to submit and follow up o support tickets

      How to Create a Support Ticket

      1. Go to support.aiola.com 
      2. Click on "Go to Customer Portal" in the top-right header menu.Help-Center (1)
      3. User your aiOla credentials to log in (in case you dont have credentials, please see Support Portal General Information)aiOla (42)
      4. Click on "File a Support Ticket" in the top-right header menu.aiOla-support (1)
      5. You will be prompted with a form to submit a support ticket, in this form, you will have the opportunity to provide all the pertinent details regarding your ticket/request. The Form Fields available to you are:
        • Ticket Name (Mandatory): Brief description of your request/issue/question. Think of this as the Subject field of an email.
        • Ticket Type: Different types of the most frequent ticket/request types, if you cant find one that aligns with your ticket/request, choose "Other"
        • Priority: This field help us understand how urgent your request is.
        • Ticket Description (Mandatory): This is the main body of your ticket, in here is where you will explain with details what is your ticket/request about. Feel free to include as much information as possible, the more information you provide here the faster we will be able to help you.
        • File Upload: you can use this field to upload any fields that are pertinent to your ticket/request, this include screenshots, screen recordings, reports, or any other file that you may want to share with the support representative.aiOla-support (2)
      6. Click on "Submit"

      How to Manage Support Tickets

      Viewing your Support Tickets

      1. Follow Steps 1-3 from "How to Create a Support Ticket"
      2. Once you are in the customer portal, you will see a table with all of your previously created tickets along with their ID, Subject, when they were created, Last time the ticket had any updates, and their current Status.aiOla-support (3)
      3. On top of the Table, you will have three different fields to filter your tickets, this is very useful when trying to find an specific ticket. The three filter fields are:
        • Search Box: this is your normal search box where you can type any word/phrase and the table will only show tickets containing said word/phrase.
        • View: you can use this field to switch between only seeing your tickets OR all of the tickets that have been created by your company.
        • Status: this field will let you filter the tickets table for a specific ticket status. For example, if you choose Open you will only see Open tickets in the ticket table.aiOla-support (4)

      Ticket UI and Actions

      After you have found your ticket, you can open it by clicking on the ticket row. Once open you will see information on the ticket as well as fields for you to reply on your ticket. The different parts of your tickets are:

      1. Ticket Name
      2. Ticket ID
      3. Ticket Status
      4. Ticket Activity (which includes past conversations on this ticket)
      5. Reply section

      In the reply Section (#5) you can type in your reply, attach files and add people to the ticket.aiOla-support (5)